Service Desk Specialist
Summary
First-level IT service desk support: answers calls and emails as the single point of contact, logs and escalates tickets in a ticketing system, and resolves incidents within SLA. Requires basic SQL, Unix, and system/network knowledge plus at least 1 year of helpdesk experience.
DUTIES AND RESPONSIBILITIES:
Single Point of Contact of users both internal and external.
Receiving, logging, and managing calls via telephone and email.
Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
Prepares reports and assure that information is readily available.
Other job-related activities that may be assigned from time to time.
JOB SPECIFICATIONS:
Education – Associates Degree in Computer Science or Bachelor’s Degree in IT, Computer Science or equivalent
Related Work Experience – At least 1-year experience in a technical helpdesk role
Knowledge – Knowledgeable in the following:
Basic system and network configuration
Familiarity with the ticketing system.
Knowledgeable in basic SQL and Unix commands.
Skills:
Sound problem resolution, judgment, and decision-making.
Above average communication skills and telephone manner
Excellent customer service
Strong interpersonal and organizational skills
Able to work independently and in a team environment
Must be adept to work in a fast-paced environment with tight SLAs